Location:
Solo, Central Java
Position:
Service Support Supervisor
Working Arrangement:
Work From Office (WFO), Monday – Friday, 08:30 – 17:30 WIB (with shift rotation and public holiday duties when required)
About J&T Express
Founded in 2015, J&T Express is a global logistics leader with a presence in 13 countries, including Indonesia, China, Vietnam, Malaysia, and Thailand. We connect the world more efficiently through technology-driven solutions, advanced infrastructure, and customer-focused services. With rapid growth in the logistics industry, we continue to deliver innovation and operational excellence to support global commerce.
About the Role
As a
Service Support Supervisor
, you will lead and manage the service support team to ensure customer inquiries, complaints, and escalations are handled effectively and professionally. You will be responsible for developing and implementing SOPs, coaching your team, and monitoring performance to maintain high service standards. This role also requires strong technical foundations, excellent communication, and the ability to perform under pressure in a dynamic environment.
Key Responsibilities
- Supervise, coach, and motivate the Service Support team in handling customer inquiries, escalations, and complaints.
- Develop, implement, and update
SOPs
to ensure service consistency and efficiency. - Monitor team performance and prepare regular service reports.
- Handle complex or escalated customer cases to ensure timely resolution and satisfaction.
- Collaborate with cross-functional teams to resolve service-related issues and streamline workflows.
- Analyze service performance data to identify gaps and propose improvements.
- Ensure smooth operations during shifts, including weekends and public holidays as scheduled.
Requirements
- Education:
Bachelor's degree in any field. - Experience:
Minimum of 3 years in customer service, call center, or service support, with at least 1 year in a supervisory/leadership role (call center or customer service environment is a plus). - Languages:
Proficiency in Mandarin (spoken & written) is
required
. - Technical foundation:
Familiarity with IT systems, SaaS software, and hardware equipment. - Skills:
- Excellent command of Microsoft Office (Word, Excel, PowerPoint).
- Strong reporting and analytical skills.
- Clear communication, with patience and empathy.
- Strong logical problem-solving skills; able to quickly identify issues and propose solutions.
- Ability to perform under pressure and manage multiple tasks.
- Additional Requirements:
Willing to work shifts and on public holidays. - Interpersonal Skills:
Strong leadership, teamwork, and people management abilities.
Why Join Us?
- Be part of a fast-growing international logistics leader.
- Gain hands-on leadership experience in a dynamic, high-impact role.
- Opportunity to develop SOPs and directly shape service excellence.
- International collaboration and exposure across 13 countries.
- Career growth, skill development, and a culture of innovation.